Annual Audit Service Provider V2.0 - EN

Is it possible to repair or analyze an appliance in an in-house workshop for extremely complex cases or long-term tests?

Is it possible to provide the customer with a loaner appliance (in case deadlines cannot be met, for long-term testing, etc.)?

Are the loaner appliances provided for free?

Will the loaner appliances be cleaned?

Does the Service Provider have their own service technicians?

Are service vehicles available for the own technicians?

Is it possible to transport appliances?

Are official Liebherr logos attached to the service vehicles?

Are racking and storage systems available in the service vehicles?

Are the spare parts sufficiently supplied in the service vehicles? (Functional parts = sensor kits, fans, electronics, etc. / Accessories = Carbon filter version, stainless steel cleaner, etc.)

Does the Service Provider also / only have external service partners who perform repair work on their behalf?

Does the Service Partner regularly evaluate them in terms of a professional customer appearance?

Are the service vehicle of the Service Partners equipped with Liebherr Logos?

Are your technicians / service partners equipped with digital service solutions from LH?

Does the Service Provider have an official Internet presence? (If "Yes", please enter the official internet address as free text)

Is there a process to ensure that the website is up to date?

Service hotline number written on the Internet address? (If "Yes", please enter the number as free text)

Service E-mail address written on the Internet address? (If "Yes", please enter the address as free text)

Opening hours written on the Internet address? (If "Yes" please enter the opening hours as free text)

Contact form on the homepage available?

Can the customer submit an online repair request directly with specific information about the nameplate, purchase date and error profile?

Is there an offer for an online repair appointment?

Is a service chat / chat-bot available?

Are the FAQ's listed? (If "Yes", please enter the address as free text)

Is an webshop for spareparts and accessory included? (If "Yes", please enter the official internet address as free text)

Are the CI directives met when Liebherr-specific content (e.g. brand logos, etc.) is used on the website?

Is the service provider active on social media?

Does monitoring take place on these social media channels when a customer complains online?

Do you ensure that the most important contents of the contacts (call/e-mail/message) are documented in a structured manner? (e.g. reason, solution, measure)

Do you have a technical solution such as ACD/IVR for routing telephone calls?

Do you offer your service partners a preferred Phonenumber/ contact-option for contacting you (like a VIP-number)?

Are different telephone channels available for different inquiries (e.g. product questions, spare parts inquiries, repair request, etc.)?

How many days per week can the customer reach the call center personally?

How many hours per working day is the call centre manned?

Is/are the service hotline number(s) free of charge for the customer?

Has an automatic announcement been set up in case the customer calls outside business hours?

If a customer calls outside of business hours, is the information about the missed call stored and processed later?

Do you provide the agent with technical tools so that they can search for and offer solutions in a targeted and efficient manner (e.g. CRM, knowledge database, service information, access to LIPARTS....)?

Is there a personnel management system to ensure availability in the event of absence due to illness, vacation, etc.?

In case the call center is closed on weekends and holidays (also public holidays). Has an emergency service been set up for urgent service and repair cases?

Is it possible to evaluate all incoming contacts in the form of a report?

Does your team have access to the most important KPI reports to ensure transparency about the current situation in the team?

What types of contact are there to generate a repair order?

Claim handling: Do you have an IT-Software to create repair orders?

Is an expert (2nd level support) available to assist service technicians with more complex technical issues?

Do you offer additional goodwill offerings to customers even after the normal national warranty period has expired to improve customer satisfaction and loyalty?

Are there specific basic requirements that must be met in order to work as a Service Partner on behalf of the Service Provider?

Has a customer service manager been appointed to monitor, analyze and take responsibility for all customer service activities? (If "Yes", please enter the Name as free text)

Service form: For each service performed, a service form must be fulfilled by the service technician and signed by the customer after the repair. Has such a form already been created?

Does the form include information about the customer's contact details?

Does the form include information about the customer's e-mail adress?

Does the form include information about the date of purchase?

Does the form include information about the date of the customer's first contact?

Does the form include information on the date of completion?

Does the form include information about appliance inside or outside the warranty?

Does the form include information about appliance serial number?

Does the form include information about appliance model?

Does the form include information about the error description?

Does the form include information about the repair description? (clear text with additional information)

Does the form include information about calculation information (such as travelling time and working time)?

Does the form include information about whether or not a re-visit is required?

Does the form have a field for the customer's signature?

Does the form include information about the repair duration?

Does the form have a field for the Liebherr fault code?

Is a different fault key used?

Are customer satisfaction surveys performed after repair work has been completed?

Is the content of the survey based on the Service Guideline?

Are there countermeasures in the event of a bad result?

Is it possible to evaluate the processed orders in terms of response time (time between acceptance of the order and the initial contact with the technician)?

Are there countermeasures if the target value is not reached?

Is it possible to evaluate the processed orders in terms of completion time (time between acceptance of the order and the successful completion of the repair)?

Are there countermeasures if the target value is not reached?

Has a customer service manager been appointed to monitor, analyze and take responsibility for all customer service activities? (If "Yes", please enter the Name as free text)

Do the Service Provider trainers regularly participate in official “Liebherr Train-the-Trainer events”?

Is there a clearly defined training concept when it comes to transferring knowledge from the Service Provier to its technicians and service partners in the field?

Do the service provider trainers have access to TELL (e-learning)?

Are theory-based online and classroom training sessions (eLearning) offered?

How many technicians were trained last year and in how many Service Provider training events?

Are training certificates handed out to the respective participants as proof of participation after the training?

Is a own training/conference room available to teach basic theoretical knowledge?

Does the Service Provider have a training room to teach basic practical knowledge?

Does the Service Provider have Liebherr training appliances?

Has a training manager been appointed to monitor, analyze and take responsibility for all training activities?

How does the Service Provider order spare parts?

Is a software solution in place to ensure targeted stockpiling / stock planning and to query the current stock levels?

Is a spare parts stock kept according to the service guideline (the most frequently required spare parts such as functional parts (e.g. fan, PCB, sensor) or filters) ?

Are the spare parts stored in labelled containers (to protect against dust and dirt as well as to ensure that they can be found quickly)?

Is demand planning with the stocking of the most necessary functional parts (e.g. temperature sensors, compressors, etc.) carried out in good time before the start of sales of new Liebherr products?

Has a warehouse manager been appointed who is responsible for the ongoing maintenance and analysis of safety stock and ordering of required parts?